Home Warranty of America

Complaint: ***
I am rejecting this response because: After we filed the claim with the Revdex.com we called HWA again trying to figure out what was going on. We were told the claim had been approved and they needed our approval for the cost. We approved our cost and was told someone would be in touch with us. We waited a couple of days and called HWA back because we had not heard anything. They told us for the second time that our claim had been approved and they needed our approval for the cost. We explained that we had already done that and she told us she did not see how that was possible because there was no notes stating that and that it was just approved. We were told again that someone would contact us. I called HWA back again today because we still have not received a phone call and explained that no one has called us. She told me today that our claim has been approved and that parts have been ordered but that someone would be calling us. We have yet to have anyone call us to schedule an appointment, so I am rejecting the response because the work has still not been done. I will approve the claim when the work is done. Until then I do not believe what I am being told
Sincerely,
*** ***

July 24, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** NA-*** Dear Ms***: We received the customer’s inquiry, and provide the following response.
On the afternoon of Saturday, June 10, 2017, the customer reported an HVAC failure Per contract, we assigned a technician to service the customer’s failure, who could service Monday June 12, 2017. The customer was not satisfied with this, so we offered them the option of getting their own technician, requiring that the technician call with diagnosis prior to doing any workThis did not occur Now, the customer is cancelling their contract, demanding a full refundPer contract, they are only entitled to a prorated refund of the remaining contract term As a courtesy, we are providing the full refund, and cancelling the contract Sincerely, *** *** Office of the President

October 13, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** GA-*** Dear Ms***: It would appear that the customer does not realize that the door needs to be fixed, in order to address the replacement of the control board in the door, which will repair the dishwasher So the customer wanting us to replace the control board in the broken door, to repair the unit cannot occur We are sorry the customer feels that a manager was rude and threatened them, but it seems this was at a point in the discussion where harsh words were shared by the customer in reference to this issue. We had advised them of the technicians insurance information, and one the door is addressed the board can be installed in the door Sincerely, *** *** DE Svcs HWA Claims Handling Manager

Revdex.com:
I am hopeful to receive the refund in 4-weeks in reference to complaint ID ***
Sincerely,
*** ***

December 21, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TN-*** Dear Ms***: We have received the customer’s complaint, and provide the
following response On November 11, 2016, the following heating claim was filed online “Covered Item Problem: Gas Furnace - usually located in a basement, attic, or closet When did you first notice the problem?: Yesterday Q & A: Q: Has the Heating System Ever Worked Properly A: Yes Q: Please Tell Us The Nature Of The Problem You Are Experiencing A: Will Not Come On Q: Have you had maintenance performed on the system A: No Q: How many heating units do you have A: Two Q: Please tell us which part of the home is not heating A: Downstairs Q: Please tell us how long the unit has been running properly for this seasonA: Day Problem Description: both the upstairs and downstairs units are in the atticThe AC has worked fine thusfarThe heat was turned on yesterday and the downstairs unit will not come on at allThe upstairs unit is working, but there are times when it comes on for seconds and then shuts off and that is not for a unit to do thatAlso, I am noticing a vibration on the second floor about the area underneath the units, so it also appears that one of the blower motors or squirrel cage is not balanced right and it causing this vibration, which could eventually crack walls, ceiling, tiles, etc.” Per our contractual agreement, we sent a technician to diagnose the unit. Per the diagnosis, the unit was not running properly due to a cracked heat exchanger, which would not happen in a single day’s use Per our contract, section I.B.7: ““Covered Systems and Components” means systems and components as specifically described herein as “Included” and that are located inside the confines of the main foundation of the Covered Property and are in proper working order on the Coverage Period Start Date and become inoperative due to wear and tear, including break downs due to insufficient maintenance if at the time the issue or break down was unknownComponents shall be considered in proper working order if no defect is known or would have been detectable by a visual inspection or mechanical test on the Coverage Period Start Date” We requested a copy of the customer’s inspection, to confirm the unit was working properly, and in response he sent us roughly two paragraphs of text copied/typed in an e-mail. We asked for the full inspection document, and he immediately threatened complaints (like this one) and legal action. After numerous derogatory emails from the customer, he provided an invoice, confirming the unit was inspected by an HVAC technician and confirmed to be in proper working orderWe received the technician’s quote, to move forward with the replacement, advised the customer of the non-covered costs, and provided the option of a check for our costs. Then the customer’s threats began again, including this complaint. He has broken off contact with us, stating we will hear from his representation Sincerely, *** *** Escalated Special Handling

September 27, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** IL-*** Dear Ms***: We have received the customer’s inquiry, and the customer is
requesting a refund of a contract that expired on July 10, We would not refund the customer for an expired contract The customer is addressing two appliance claims in their inquiry: An oven claim, with a $repair, that was approved a month agoA refrigerator claim, that could not be addressed, due to the placement of the units copper water line. The line needed to be removed, and access provided, so the technician could move the unit and diagnose the failure We would request that the customer provide said access, as the technician requested previously, if they would like to move forward with the diagnosis Sincerely, *** *** Office of the President

September 22,
*** ***
Dispute Resolution Specialist
Revdex.com
North Wabash, Suite
Chicago, IL
*** *** *** ***
*** *** ***
We have received the customer's complaint, and are waiting for her documentation to resolve the
issue
Sincerely,
*** ***
Escalated Special Handling

October 17, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: ***; WV: *** Dear Ms***: This morning, we provided the following response to the customer, in response to an email, stating what was stated in their rebuttal “You are in possession of my direct phone number, which you can provide to your realty company When they contact me, I will advise them of check ***, in the amount of $that was received on May 9, 2016. I will send you a copy of the check for So, I am not misinformed in reference to the receipt of on May 9, 2016, and the payment of $150.00, by credit card (last four digits XXXX) on June 11,2016, when the additional coverage was purchased and a claim was filed We decline to provide a full refund of your contract cost, after paying for claims on the contract We also decline paying for a claim, where the coverage was added to the contract after the problem was known” We also provided a copy of the check for that was processed on May 9, Sincerely, *** *** Claims Special Handling

Complaint: ***
I am rejecting this response because: After days without ac in Tucson azAnd being told that the ac would be fixed by hwa Friday July 1st.,we found out that the parts hwa said were ready for pick up from their ac repair shop were in fact NOT at the warehouse, and that we would not get the ac fixed till sometime the week of July 5th-july 9th.with a sick wife and being a vetI could not take it anymore and had a new ac unit installed at the cost of dollars by a new ac company here in Tucson. I took the buy out from hwa for dollars only because of there in ability to get our ac fixed after days in degree weather. I am ashamed of even buying a new house with the home shield from hwaNEVER again would I buy a home warranty from hwa .And would tell everyone I know not to buy a warranty from hwaCEO *** *** and his company should be find for their since of not responding to emergency claims that involve sick people and vets
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have been waiting for over a week for them to call me back regarding next stepsI can't hire a vendor to start workI am at a standstill until HWA gives the go aheadIssue remains unresolved
Sincerely,
*** ***

August 22, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** TX-*** Dear Ms***: We have received the customer’s inquiry, and arranged the second opinion needed
to determine the failure, and if it is related to the initial call Sincerely, *** *** Office of the President

June 2, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** MN-*** Dear Ms***: We have received the customer’s complaint, and we have resolved the situation with
them directly, as far as the eligibility of their unit Sincerely, *** *** DE Svcs HWA Claims Handling Manager

June 29, *** *** Dispute Resolution Specialist Revdex.com North Wabash, Suite 2006 Chicago, IL Re: ***: *** WI-*** Dear Ms***: We have received the customer’s message, and provide the following response
On June 4, 2017, the customer filed the following claim onine: “Covered Item Problem: Straight Air Conditioner - used in air conditioning season only When did you first notice the problem?: About a week ago Q & A: Q: Has the air conditioner ever worked properly for you A: Yes Q: Please Tell us the nature of the problem you are experiencing A: Everything is on and running but we are getting very little cooling Q: Please tell us how the air conditioner worked for you previous to this problem A: Did not cool very well Q: Have you had maintenance performed on the system A: Yes Q: How many units do you have A: Two Q: Please tell us which part of the home is not cooling A: Upstairs Q: Please tell us how long the unit has been running properly for this seasonA: Day Problem Description: Unit has been recharged twice and cleaned over three year period. Worked first day of use, but now taking hours to achieve degree temp setting.” Per our contractual agreement, we assigned a technician to diagnose the reported issue with the unit Per the technician’s diagnosis, the unit was slightly low on refrigerant charge. The customer requested a leak test, which was performed, and revealed a small leak in the condenser. The warranty approved the replacement of the condenser, as well as the evaporator coil, under the customer’s R410A modification coverage Unfortunately, the customer’s ductwork needed modification, as well as their Per our warranty contract section VII.K: “…Where replacement equipment of identical dimensions is not readily available, HWA is responsible for providing installation of similar quality equipment, but not for the cost of construction or carpentry made necessary by different dimensions.” The customer approved their non-covered costs, and we are moving forward with the replacement Sincerely, *** *** Office of the President

November 4, 2015[redacted]Dispute Resolution SpecialistRevdex.com330 North Wabash, Suite 2006            Chicago, IL  60611[redacted]The customer has received a
second  check, and  we have confirmed and reissued both checks in
her name alone.. Sincerely,[redacted]Escalated Special Handling

October 31, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006            Chicago, IL  60611   Re: [redacted] CA-[redacted]   Dear Ms. [redacted]:   We have received...

the customer’s complaint and provide the following response.   On October 10, 2009, We approved a technician to replace one of the customer’s two 50 gallon water heaters.   Four months later, following the failure of the second heater, we provided the customer a check, in the amount of $475.00, to address the second heater.   Seven years later, the customer reported the following claim online:   “Covered Item Problem: No hot water Has this item ever worked?: Yes When did you first notice the problem?: Today Q & A: Q: Please tell us where the water heater is located A: Garage Q: Please tell us specifically what kind of water heater you have A: Gas Problem Description: I first noticed we could not get hot water while doing the dishes this evening. I started the dishwasher, but then I suspended the cycle, because there was no hot water. There is also leaking water in the bottom of the water heater pan. I do not know if the pilot light is functioning properly.”   Per our contractual agreement, we sent a technician to diagnose the issue.   On October 12, 2016, the technician contacted our office, and advised that the water heater was leaking internally, due to excessive water pressure to the home.   Per our contract, section VI.G:   “HWA is not responsible for consequential or secondary damage. This includes but is not limited to, repair of conditions caused by chemical or sedimentary build up, insect infestation, mold, mildew, or bacterial manifestations, misuse or abuse, failure to clean or maintain as specified by the equipment manufacturer, missing parts, structural changes, fire, freezing, electrical failure or surge, water damage, theft, intentional acts, riot, lightening, mud, earthquake, soil movement or soil settlement, storms, accidents, pest damage, Force Majeure Events (as defined below), failure due to excessive water pressure or any other perils are not considered loss or damage due to normal wear and tear.”   We apologize for the initial confusion, but this failure is not covered.  We will not provide $1,189.00 to the customer, for the water heater that did not fail due to normal wear.     Sincerely,     [redacted] Claims Special Handling

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the proposed resolution to replace the necessary parts satisfactory as long as the repairs are made within a timely manner. Due to the fact that my initial service request to HWA was made on August 5th and this matter is just now being addressed, 
I do however request this complaint remain opened until the completion of the repairs to my air conditioning unit.
Sincerely,
[redacted]

January 9, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] TX-[redacted]     Dear Ms. [redacted]:   We have received the customer’s complaint, and have contacted them...

directly to resolve the issue.   Sincerely,     [redacted] Escalated Special Handling

June 24, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006    Chicago, IL  60611   Re: [redacted] TX-[redacted]   Dear Ms. [redacted]:   We have received the customer’s complaint, and processed their...

requested cashout.   Sincerely,     [redacted] DE Svcs HWA Claims Handling Manager

Complaint: [redacted]
I am rejecting this response because:I emailed Mr. [redacted] multiple times requesting a call and no effort was made from him to address my complaint. I have kept all email responses to and from him. He also showed no compassion towards our situation. We were lied to about when our ac unit was suppose to be shipped. Everyone at that company lied to me except for Amy the escalation Specialist. Mr. [redacted] is a joke and so is this company.
Sincerely,
[redacted]

January 6, 2016   [redacted] Dispute Resolution Specialist Revdex.com 330 North Wabash, Suite 2006  Chicago, IL  60611   Re: [redacted] IN-[redacted]     Dear Ms. [redacted]:   We received the customer’s complaint, and provide the following response....

  The warranty is addressing the customer’s heating claim, but we received misinformation from the technician, about the customer’s type of unit and the extent of the failure.  This is why the costs doubled, and why we have requested a second opinion, to confirm the failure with the customer’s system.   We have been advised that the diagnosis should be provided today, and we can move forward with the resolution.   Sincerely,     [redacted] Escalated Special Handling